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Date Added: Mon 19/07/2021

Network / Telecoms Service Desk & Equipment Staging Coordinator

Epsom, UK
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Job Type: Permanent, FullTime

Salary: £30000 - £35000/annum

We are a leading telecommunications Field Service engineering provider working in partnership with the UK largest network service providers and are looking to recruit a Service Desk / Equipment Staging Coordinator on a permanent basis, to be based in our Epsom / Chessington Office.
Key Responsibilities:
Forming an integral part of the Field Service Delivery Organisation, you will strive for continual service improvement & building collaborative relationships with customers & stakeholders to provide the continued excellence we have built up over the past 18 years. You will be accountable for the management of customer field tickets from receipt through to the availability of the necessary equipment and ultimately through to the completion of the job by the field techs.
The key elements of your role include:
* Customer Experience Champion - Through your close customer interaction you will deliver enhance customer satisfaction by ensuring clear and accurate status information throughout the service ticket and that all timings committed to are achieved.
* Field Engineer scheduling - you will have the responsibility to allocate Jobs to our Field Engineers across the UK and ensure their daily schedules are productively planned.
* You will ensure the timely availability of the required devices are delivered to the required site in readiness for the engineer's arrival. This involves ensuring the relevant devices are loaded with the appropriate images and that you work in tandem the logistic teams.
* Ensure that all tickets are closed of in an accurate and timely fashion so as to form the data required for the monthly customer Business Reviews held by management.
* As required implement a service improvement plan (SIP) to address any risks relating to the delivery of service in line with agreed service levels & customer feedback.
* Be the customer advocate in and work within internal stakeholders to ensure contractual SLAs are met.
* Be the voice of the Company and work with the customer to ensure their awareness of contractual obligations. Proactively promote and reinforce what the Company does well, develop and deliver action plans to address areas where we need to improve.
* Risk Management- Proactively identifying risks across your account base, ensuring all risks are documented, communicated & actively progressed through to resolution or acceptance.
Required Qualifications & experience for this role:
* Whilst not essential, it will be beneficial to have, amongst your armoury, experience with products and services within the telecommunications sector e.g. - telephony, MPLS, Networks, Data Centre Support, Cloud based services, Managed Services Support, Server, Storage & Back-up support etc.
* Excellent interpersonal, problem solving & incident recovery and escalations/communications skills, both verbal and writing.
* Good understand / knowledge of products, services & solutions we deliver for our customers which are in the networking arena, specifically Cisco & Juniper.
* Good knowledge of the service provisioning model of co ordination of line install, engineering provisioning and device installation maintenance.
* Good with the systems required to support the service delivery function: scheduling tools etc.
* Ability to provide lab staging of devices where 'cleaver hands' software installation is required: generally classified as 'simple builds'.
* Exceptional customer focus with a 'can do' customer centric attitude.
* Experience working as a part of a team to deliver continuous improvement
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